Senior Lead Product Manager, ITSM & ServiceNow - Remote

Humana; Chicago (IL); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Disability and life insurance

Job summary

Humana is seeking a seasoned product leader to own the Service Operations portfolio, driving incident management and knowledge initiatives across platforms. You will write user stories, define requirements, and prioritize backlogs while aligning with cross-functional teams to deliver measurable business outcomes.

Remote-friendly role with possible travel to Humana offices. The ideal candidate will bring deep ServiceNow expertise, enterprise ITSM leadership, and a track record of delivering

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, MIS, or related field.
• 12+ years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Experience as Product Owner/Manager responsible for strategy, roadmap, backlog, requirements, user stories, and feature delivery.
• Deep ServiceNow product experience including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading products within Incident, Major Incident, Problem, or Knowledge Management.
• Ability to influence senior stakeholders and lead cross-functional teams in a matrixed organization.

Responsibilities

• Own the Service Operations product portfolio spanning Incident Management, Major Incident, Problem, and Knowledge Management.
• Drive ServiceNow platform enhancements, integrations, upgrades, and capabilities across the portfolio.
• Lead backlog and feature definition with user stories, acceptance criteria, process requirements, and business outcomes.
• Align product with business priorities, user needs, risks, feasibility, and OKRs.
• Evaluate generative/agentic AI, automation, virtual agents, and intelligent workflows to improve efficiency.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate needs into scalable processes.
• Establish success measures and reporting for incident reduction, resolution performance, knowledge adoption, self-service, and automation.
• Lead products from discovery and MVP to enterprise launch, adoption, optimization, and lifecycle management.
• Influence senior stakeholders and cross-functional teams with data-driven narratives and measurable outcomes.

Skills

Product ownership

Stakeholder management

Backlog management

Cross-functional collaboration

Requirements writing

AI/Automation awareness

Education

Bachelor's degree in IT/CS/Engineering/Business Admin/MIS or related field

Tools

ServiceNow

Job description

Humana is seeking a seasoned product leader to own the Service Operations portfolio, driving incident management and knowledge initiatives across platforms. You will write user stories, define requirements, and prioritize backlogs while aligning with cross-functional teams to deliver measurable business outcomes.

Remote-friendly role with possible travel to Humana offices. The ideal candidate will bring deep ServiceNow expertise, enterprise ITSM leadership, and a track record of delivering